Putting Customer on Hold Script Examples

Updated: April 16, 2024

A critical aspect of call center communication is the ability to manage customer expectations while juggling various tasks. One of the most common situations call center agents face is the need to place a customer on hold.

In this article, we will explore various hold script examples tailored to different scenarios, empowering call center agents to handle hold situations professionally, while keeping customers engaged and satisfied. Crafting the perfect script for putting customers on hold is essential to ensure a smooth transition and maintain a positive interaction, even during brief pauses.

Need To Look Up Information On A Customer

To start, here are five hold script examples for times when you need to access customer information, ensuring a seamless and professional experience.

Moment To Access Details Copy Snippet Copied!

Thank you for your patience, [Customer’s Name]. I need a moment to access your account details. Please bear with me while I put you on hold for a short while.

Hold Briefly & Gather Information Copy Snippet Copied!

I appreciate your understanding, [Customer’s Name]. Allow me to put you on hold briefly while I gather the necessary information to better assist you.

Look Up Account & Be Right Back Copy Snippet Copied!

In order to provide you with the most accurate information, I need to look up your account details. Kindly hold the line for a few moments, and I’ll be right back with you.

Give Moment & Review Account Copy Snippet Copied!

Please give me a moment to review your account information. I’ll place you on a brief hold, and I’ll return as soon as possible to assist you further.

Access Account & Stay On The Line Copy Snippet Copied!

I need to access your account details to address your concerns effectively. Please stay on the line while I do so, and I’ll be back with you shortly.

Need to Process Customer Request in CRM

If you need time to process customer information, here are five ways to effectively ask the customer for some extra time to process the request.

Update Account & Place On Hold Copy Snippet Copied!

I appreciate your patience, [Customer’s Name]. I need to update your account in our system. Please allow me to place you on hold for a moment while I process your request.

Ensure Request Is Processed & Hold Line Copy Snippet Copied!

To ensure your request is processed correctly, I need to make some updates in our system. Kindly hold the line for a short while, and I’ll be back with you as soon as I’m done.

Bear With Me & Update Records Copy Snippet Copied!

Thank you for your understanding, [Customer’s Name]. Please bear with me while I put you on hold briefly to update your records in our system.

Need Few Moments & Process Request Copy Snippet Copied!

I need a few moments to process your request in our system. Please stay on the line, and I’ll return shortly to confirm that everything has been updated successfully.

Enter Information & Hold Briefly Copy Snippet Copied!

Please give me a moment to enter your information into our system. I’ll put you on hold briefly, and I’ll be right back to assist you further.

Need To Escalate Request

Here are five example scripts for escalating customer concerns, providing a smooth transition while connecting customers to the appropriate support level.

Thank For Patience & Requires Escalation Copy Snippet Copied!

Thank you for your patience, [Customer’s Name]. I believe your issue requires escalation to a higher level of support. Please hold the line while I connect you to the appropriate team.

Understand Concern & Reach Specialist Copy Snippet Copied!

I understand your concern, [Customer’s Name]. Allow me to put you on hold for a moment while I reach out to a specialist who can better address your issue.

Consult Higher Level & Stay On Line Copy Snippet Copied!

In order to resolve your issue most effectively, I need to consult with a higher level of support. Kindly stay on the line while I escalate your request, and I’ll be back with you shortly.

Brief Hold & Transfer Request Copy Snippet Copied!

I appreciate your understanding, [Customer’s Name]. I’ll place you on a brief hold while I transfer your request to a team member who can provide the necessary assistance.

Ensure Best Support & Hold Line Copy Snippet Copied!

To ensure you receive the best possible support, I need to escalate your issue. Please hold the line for a few moments, and I’ll connect you with someone who can help.

Need to Transfer Customer

The end result of a customer interaction may be transferring to another colleague or department. Here are five hold script examples, written to be courteous and provide an effective hand-off to the relevant specialist.

Team Better Equipped To Assist Copy Snippet Copied!

Thank you for your patience, [Customer’s Name]. I believe our [Department Name] team will be better equipped to assist you with your concern. Please hold the line while I transfer your call.

Provide Accurate Information & Transfer Call Copy Snippet Copied!

In order to provide you with the most accurate information, I need to connect you with our [Department Name] team. Kindly stay on the line while I transfer your call.

Better Assist & Connect With Specialist Copy Snippet Copied!

I appreciate your understanding, [Customer’s Name]. To better assist you, I’ll connect you with a specialist from our [Department Name] department. Please hold the line for a moment.

Give Moment & Transfer Call Copy Snippet Copied!

Please give me a moment to transfer your call to our [Department Name] team, who can provide the necessary support. I’ll place you on a brief hold, and they’ll be with you shortly.

Address Concern & Be With You Shortly Copy Snippet Copied!

To address your concern most effectively, I’ll transfer you to our [Department Name] department. Please stay on the line, and a team member will be with you shortly to assist you further.

Try it for yourself

With TextExpander, you can store and quickly expand full email templates, email addresses, and more anywhere you type. That means you’ll never have to misspell, memorize, or type the same things over and over again.

Thank you for your patience, [Customer's Name]. I need a moment to access your account details. Please bear with me while I put you on hold for a short while.
I appreciate your patience, [Customer's Name]. I need to update your account in our system. Please allow me to place you on hold for a moment while I process your request.
Thank you for your patience, [Customer's Name]. I believe your issue requires escalation to a higher level of support. Please hold the line while I connect you to the appropriate team.
Thank you for your patience, [Customer's Name]. I believe our [Department Name] team will be better equipped to assist you with your concern. Please hold the line while I transfer your call.
To address your concern most effectively, I'll transfer you to our [Department Name] department. Please stay on the line, and a team member will be with you shortly to assist you further.

Work smarter.

With TextExpander, you can store and quickly expand snippets anywhere you type. That means you'll never have to misspell, memorize, or type the same things over and over, ever again.

|

Less Repetition, More Customer Delight

TextExpander gives your team the power to do what they do best — faster.